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About us

Our funding

MAF provides a subsidised flight service to over 2000 relief and mission groups so they can bring help, hope and healing to the world’s isolated people in need. Gifts from people like you make this possible.

MAF International

MAF International is the umbrella entity of a large number of MAF operations reaching isolated people in the Africa and Asia Pacific regions.

MAF UK is a key supporting member of MAF International, and provides a large proportion of the funds, skilled staff and prayer support needed to keep our planes in the air.

As a charity, we at MAF UK need support from people like you to keep our life-saving adventure going so that we can continue to take off or land every 6 minutes on a mission of hope.

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Our International Staff

Each person we recruit to serve overseas is required to raise funds to cover much of their ongoing support cost.

Our Ministry Partnerships team provides full training and guidance on how to raise support.

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Funding for flights

Normally, passengers contribute a highly-subsidised fare towards the true cost. The balance comes from people concerned that others should have a better life spiritually and physically.

In the UK, MAF is a registered charity funded by voluntary gifts which help finance MAF’s operational work and support services.

Approximately 80% of all charitable giving goes directly to our operations overseas, enabling help and hope to reach remote or inaccessible places. The rest is used as a resource to enable us to raise awareness and generate funds.

If you support MAF, you will reach out to thousands of people in need. You will help provide a lifeline in an emergency. You will multiply the work of over 2,000 organisations that rely on our aircraft to transport NGOs, teachers, doctors, pastors, relief supplies and much more.

MAF - Supporting Sam Tsapwe in the Ssese Islands

Our funding standards

MAF UK is a charity member of the Fundraising Regulator and is committed to being open and honest. If you think we fall short, this is what you can do.

Fundraising promise

Mission Aviation Fellowship (MAF UK) is a charity member of the Fundraising Regulator. It’s just one of the ways we strive to be the best that we can be, for all those we help, and for you – our supporters.

We at MAF UK are committed to being open and honest in all our interactions with our supporters. We believe we are a family of like-minded people, seeking to serve those in need. However, like all families, sometimes we can get it wrong. If you think we fall short, this is what you can do.

Talk to us

If we do get a complaint, we always try to resolve it straight away, so please do phone, write, or email to let us know what has gone wrong. It’s the quickest and easiest way to get things sorted out, and it means we are able to spot if there is something we can improve as well.

We also think it’s important that supporters have access to an accredited means of making a complaint if they feel that their question has not been settled with our team. In that instance, the investigation and resolution will be carried out by the Fundraising Regulator.

Complaints by phone

We will gather the facts using open questions. If we are knowledgeable about the area of the complaint, we will try to resolve the complaint over the phone. At the end of the call, we will summarise the details to confirm that we have understood the situation. If you are satisfied with our action, that is the end of the matter; we will note your contact details and the nature of your complaint, and we will note the complaint in the report that is submitted annually to the Fundraising Regulator.

If you are not satisfied, we will take your contact details and acknowledge the complaint in writing within 14 days, including a summary of your telephone conversation and confirmation that the complaint will be dealt with within 30 days. After that, we will proceed as detailed in the section 6 below.

Complaints made in writing by post or email

We will acknowledge the complaint in writing within 14 days, confirming that we will seek to resolve the complaint within 30 working days. At this stage, further contact with you will only be made when we have sufficient details to take the complaint forward.

Our procedures

We will establish the area of our operation that the complaint involves. Having first consulted with relevant staff, we will make contact with the MAF UK Complaints Co-ordinator, or other appropriate person, to inform them of the situation and gather any relevant information regarding the materials and/or circumstances of the case.

If a third party is involved (for example a supplier), we will also speak to them to gather any information about the circumstances of the complaint. We will take care to record all the important points and file these with the case.

Having gathered all the relevant information, we will hold an assessment meeting with the MAF UK Complaints Co-ordinator (or another person appointed in the absence of the Complaints Co-ordinator) and the MAF UK staff concerned. We will include suppliers if they have been implicated.

The assessment meeting should set out the nature of the complaint and determine any action that needs to be taken. If the complaint is about fundraising, we will make a note on whether it is about an alleged breach of the Fundraising Regulator’s Codes of Fundraising Practice and/or the Fundraising Promise. The Fundraising Regulator will need this information if the complaint is referred to them. The outcome of the meeting will typically produce one of two options:

The complaint is justified. We will then write to you to apologise, to let you know that the complaint has been used to improve our fundraising activities in the future, and how this will be done.
The complaint is not justified. We will write to you to explain that we will not be changing our fundraising practices and give clear reason(s) for our position. We will always take complaints very seriously and assure you the investigation will be as thorough as possible. Accurate records will be kept of all the investigations which have been carried out.

Extension of information gathering period

In exceptional circumstances, we may need more than 30 days to gather all the information (for example, if a key member of staff is on annual leave or is unwell). If this happens, we will contact you in writing, with a copy to the Fundraising Regulator, outlining the situation.

In the event that the complaint is not resolved to your satisfaction

If you are not happy with our response, you should contact the Fundraising Regulator within eight weeks. We, in turn, will ensure that all correspondence is on file and can be made available to the Fundraising Regulator if the complaint is pursued further. If you are still not satisfied, you can ask the Board of Directors of the Fundraising Regulator to look again at your complaint. Their decision will be made within 60 days and will be final. Mission Aviation Fellowship UK agrees to abide by decisions made by the Fundraising Regulator Board.

For MAF UK

Mission Aviation Fellowship UK
Castle House
Castle Hill Avenue
Folkestone, CT20 2TQ

01303 852819

For fundraising regulator

2nd floor,
CAN Mezzanine Building,
49-51 East Road, London, N1 6AH,

enquiries@fundraisingregulator.org.uk

0300 999 3407

The charity commission

Charity Commission Direct,
PO Box 1227,
Liverpool, L69 3UG,

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About MAF UK

Mission Aviation Fellowship (MAF) is the world’s largest humanitarian air operator. For over 75 years we have been flying light aircraft over jungles, mountains, swamps and deserts. We enable more than 1,400 aid, development and mission organisations to bring medical care, emergency relief and long-term development. Our pilots and personnel deliver relief workers, doctors, pastors, school books, food, medicines - everything that can only be safely and speedily delivered by air. Our faithful supporters give and pray to make this all possible.